Complaint Handling Policy

CATBA OUTDOORS SERVICE AND TOURISM JOINT STOCK COMPANY always places great importance on customers' interests and undertakes to receive and handle all feedback and complaints relating to the use of the website and the travel services provided on the website catbaoutdoors.vn in a transparent, prompt manner and in accordance with the law.

Purpose of the policy

This policy has been prepared to ensure the lawful rights and interests of customers when complaints arise in the course of learning about, registering for or using the services provided by CATBA OUTDOORS, and at the same time to contribute to improving service quality and customer satisfaction.

Scope of application

The policy applies to all customers who access the website catbaoutdoors.vn or use the services provided by CATBA OUTDOORS SERVICE AND TOURISM JOINT STOCK COMPANY.

Complaint matters include but are not limited to:

• Service information published on the website.
• The quality of tours, experience programmes or related services.
• The process of booking services, paying and confirming orders.
• Refund and service cancellation policies.
• The conduct of staff or partners providing the services.
• Issues relating to the security of customer information.
• Other lawful rights and interests of customers.

Principles of complaint resolution

CATBA OUTDOORS undertakes to:

• Receive and handle all customer complaints objectively, fairly and in good faith.
• Give priority to negotiation and conciliation in order to protect the interests of the parties.
• Provide complete and transparent information during the complaint handling process.
• Keep customers' information confidential in the course of resolving the matter.
• Comply with the current regulations of Vietnamese law.

Methods of receiving complaints

Customers may send complaints or feedback through the following methods:

CATBA OUTDOORS SERVICE AND TOURISM JOINT STOCK COMPANY

Address: No. 184, 1/4 Street, Cat Hai Special Zone, Hai Phong City

Hotline: 0866585832

Email: unique.catbaoutdoors@gmail.com

Website: https://catbaoutdoors.vn

For the handling to be prompt and effective, customers are asked to provide the following information:

• Full name of the complainant.
• Contact phone number and email.
• Order code, tour code or related service information (if any).
• Specific content of the complaint.
• Related documents, images or evidence (if any).

Complaint handling procedure

Step 1: Receiving the complaint

CATBA OUTDOORS receives complaint information from customers through its official contact channels.

Step 2: Verifying the information

The department in charge will check and compare the information provided, and at the same time collect related documents in order to verify the content of the complaint.

Step 3: Discussion and handling

Based on the verification results, CATBA OUTDOORS will work with the relevant departments or partners to determine an appropriate handling solution.

Step 4: Responding with the result

The result of the complaint resolution will be notified to the customer by phone, email or other appropriate forms of contact.

Step 5: Closing the matter

When the parties agree on a resolution or the matter has been handled in accordance with the regulations, the complaint resolution process is considered complete.

Complaint handling time limits

• Within 03 working days from receipt of the complaint, CATBA OUTDOORS will confirm receipt of the information.
• The usual handling time is from 07 to 15 working days depending on the nature and level of complexity of the matter.
• For cases requiring verification with a third party or a competent authority, the handling time may be longer and the customer will be specifically notified.

Responsibilities of customers

Customers are responsible for:

• Providing complete and accurate information relating to the content of the complaint.
• Cooperating with CATBA OUTDOORS during the verification and resolution of the matter.
• Taking responsibility for the truthfulness of the information, documents and evidence provided.

Responsibilities of CATBA OUTDOORS

CATBA OUTDOORS is responsible for:

• Receiving and handling complaints in accordance with the published procedure.
• Resolving matters in a spirit of cooperation and protecting the lawful interests of customers.
• Compensating for or remedying damage where the fault is determined to be the responsibility of CATBA OUTDOORS or of partners directly provided by CATBA OUTDOORS.
• Storing complaint records in accordance with the regulations and ensuring the security of customers' information.

Dispute resolution

Where the parties do not reach agreement through negotiation, the matter will be resolved in accordance with Vietnamese law. Customers have the right to send the matter to a competent state authority or a competent Court for consideration and resolution in accordance with the law.